2022 hotel front desk year-end work summary (for personal use)

2022 will soon be over. As we welcome the new year at the end of the year, let us make a summary of the hotel front desk work in the past year! Where to start writing the year-end work summary of the hotel front desk? The following is the "2022 Hotel Front Desk Year-End Work Summary (Personal Use)" that I carefully compiled for everyone. You are welcome to refer to it. I hope it will be helpful to you! 2022 Hotel Front Desk Year-End Work Summary (Personal) (Part 1)

Unknowingly, 20xx is about to pass. This year I have been fulfilled, busy, happy and growing. At the end of the year and the beginning of the year, I look back on the past and look forward to the future! In the past year, under the guidance of the company, the care and help of department leaders and the friendly cooperation among colleagues, I have gained a lot in work and study. progress.

The front desk is the window of the hotel, it displays the company's image, it is the starting point of the service, it is the first step for customers to contact our hotel, and it is the first impression of the company, which is very important. Therefore, the front desk represents the company's image to a certain extent. Starting from welcoming guests at the front desk, a good start is half the battle. So I must do my job seriously.

First, smile and be energetic. We must maintain our own image and greet guests with our most beautiful side, so that every guest can experience our sincerity and enthusiasm when entering the hotel. Strive to improve service quality. Answer every phone call carefully and make every note. Always pay attention to maintaining a good service attitude, warm reception, and cleverly answer every question raised by customers. Be welcoming with a smile, patient and meticulous, give warm reminders, etc.

Second, pay attention to the guests’ habits and preferences. When a guest enters the hotel, we should take the initiative to say hello. When addressing the guest, if he is a regular guest, he must accurately state the guest's name. This is very important. The guest will feel that he is respected and valued. If they are out-of-town guests, you can explain more about the local customs, introduce them to the locations of stations and shopping attractions, and quickly complete the procedures. When guests check out, we can pay more attention to the guests and ask them. We also collect information about the guests’ living habits, personal preferences and other information, and try our best to satisfy the guests. When guests check out, they need to wait a few minutes for room inspection. Do not let them wait at this time. If the guest is standing, ask the guest to sit down and wait.

Third, pay attention to etiquette and politeness. When talking to guests, you should maintain eye contact with them at regular intervals. We must smile when facing guests, especially when guests criticize us or explain problems. Do not argue with guests. Even if the guest is wrong, we must give the guest what is right. We must keep smiling. No matter how angry our guests are, our smile will extinguish the fire and many problems will be solved. Use polite language, greet guests when they arrive, say goodbye when they leave, and apologize when you trouble them. Try to solve problems for customers in a timely manner and address customers' concerns. I believe that only by paying attention to details, starting from small things, and starting from bits and pieces can our work be better.

Fourth, focus on the overall situation and not care about personal gains and losses. Regardless of whether it is working time or rest time, if the company has temporary task assignments, I will obey the arrangement and actively cooperate without looking for reasons to shirk. As a member of xx Hotel, I will dedicate myself to serving the company. Actively participate in activities organized by the company, obey the arrangements of superior leaders, and strengthen the relationship between colleagues and communication between departments.

Fifth, communication and cooperation issues between various departments. The front desk, guest rooms, and logistics are like a chain together. The work of each department is very important, so in future work, we must strengthen cooperation with other departments, so that we can work more happily and more Work efficiently and achieve greater benefits.

The work at the front desk is relatively trivial, but as long as we take it seriously, we can do it well. Therefore, I will be more serious and do everything carefully. Watching all kinds of customers come in and out every day, I feel very happy that I can provide them with different services and solve various problems.

I am grateful to Manager Xiong of our department for giving me a job opportunity, and to the company for providing me with a platform to train myself. I am glad that I can take up the position of the front desk, and for myself I feel extremely proud and proud of my work. I sincerely love my position. I hope that I can become more mature in my future work and become more calm and collected when encountering problems. In the future, I will learn more about telephone skills and etiquette knowledge to adapt to the rapid development of the company, make personal work plans, and learn more about the company's basic situation and business content. In order to continue to lay a solid foundation for better work in the future, we will also work hard to create our own glory here! 2022 Hotel Front Desk Year-end Work Summary (Personal) (Part 2)

? Time It flies by and a new year is ushering in before we know it. In the upcoming 20xx year, with the care and help of hotel leaders and colleagues, I successfully completed the corresponding work. Now I will make a summary of the work in 20xx.

?1. Front desk reception

?I am engaged in reception work at the hotel. The receptionist is the first person to show the image of the hotel. At work, I strictly follow the hotel's requirements. Wear work clothes, treat every visiting customer enthusiastically, and guide them to relevant offices, which provides convenience for leaders and customers.

? 2. Conference reception

? Participated in the reception of many large-scale conferences. In such external conferences, the venue was arranged in strict accordance with the high standards of conference needs and actively coordinated hotel-related matters. , and provide good service during the meeting. In this process, I learned more knowledge about dealing with people, serving gifts and other related knowledge, and accumulated a lot of experience. Reasonably arrange meeting rooms according to the needs of each department to avoid meeting conflicts, and pay attention to relevant registration, hygiene maintenance of meeting rooms, and aftermath inspection of public items, so as to provide better services to department personnel. When the headquarters meeting is held, the video system is turned on on time half an hour in advance as required by the notice to ensure that the meeting is connected on time. There is no meeting delay this year.

?3. Expense reimbursement and contract entry work

?In this regard, strictly follow the hotel requirements, collect reimbursement documents on Monday, find the leader to sign on Tuesday, enter them into the ERP system, and do Good registration work.

?4. Comprehensive affairs work

?Later, due to changes in department personnel, I was transferred to the office to engage in public security inquiries, external document signing, trade unions, office supplies, canteen management, etc. . Later, he took over the work of information collection and compilation, meeting minutes, China Unicom Window, and administrative database management. We should do a good job of registering and warehousing small fixed assets such as laptops and desktops, contact the maintenance outlets in a timely manner to perform computer maintenance and repairs, strengthen communication with them, and ask for backup machines to avoid delaying normal work.

? 5. Shortcomings in work

? Insufficient initiative in work, less communication with leaders, and insufficient consideration and detail when encountering problems. Lack of writing skills, and failure to grasp hotel information highlights in a timely manner during the information submission process, resulting in low information quantity and quality, affecting the hotel's information ranking.

?6. Work plan for next year

?Strengthen self-study, combine with the actual situation of the General Department, consider more details, follow the leadership’s intentions, coordinate internal and external relations, and share the worries of the leaders Solve problems. Actively learn from the conference reception experience of other hotels and hotels to improve the reception level and enhance the hotel's image. We should do a good job in trade union work, launch meaningful activities, strengthen communication and exchanges, and continue the "Trade Union Warmth" activity. Strengthen canteen management, conduct market research, increase cost control, and create a warm, comfortable and low-price dining environment.

?In the new year, I will sum up experience, overcome shortcomings, strengthen learning, and contribute my own modest efforts to the development and growth of the hotel.

2022 Hotel Front Desk Year-end Work Summary (Personal Use) (Part 3)

?Unknowingly, I have been working in this hotel for a year. From the beginning, I knew nothing about the front desk to now I am on my own. I believe that this is not only due to my own dedication and hard work, but also the training brought to me by leaving the hotel, as well as the support of old employees and leaders. I have learned a lot in one year, and the well-known business motto in the service industry, "The customer is always right," has been taken to the extreme here. The following is a summary of my work this year.

?1. Hotel business philosophy

?In order to achieve certain financial goals, hotels must not only meet the material needs of guests, but also satisfy the spiritual needs of guests. Therefore, as a hotel operator, we often meet the guests' requirements to the maximum extent as long as they do not violate the law or violate ethics. Therefore, employees will be instilled in the induction training: "The customer is never wrong, it is only us" and "Only sincere service can bring smiles from the guests." I have always believed that the customer is God, and I have always tried my best to provide the best service possible.

?2. Understanding of front desk work

?The work of the hotel front desk is mainly divided into reception, room sales, check-in, check-out and fee settlement. Of course, this also includes Answer guests' questions, help guests handle service requests, transfer calls and other services. The front desk of the hotel is divided into three shifts: morning shift, mid-day shift and overnight shift. The work is rotated. One of them is a full-time cashier, and the other two are assigned the remaining work according to the actual workload. This kind of arrangement is relatively loose. When the workload is heavy, one person can be assigned to cashier, one person to register and sell, and the other person to be responsible for other services and contact work. It can also relieve the pressure of the cashier, so that the cashier can have a clear mind and make no mistakes. The most important thing is that this way of working allows newcomers to quickly gain experience. When the workload is small, they are guided by their colleagues in charge. When the workload is heavy, they can absorb more experience and grow rapidly.

?3. Strengthen business training and improve one's own quality

?As the front office of the hotel, every employee must directly face the guests, their work attitude and service Quality reflects a hotel's service level and management level, so employee training is the focus of our hotel's work. We regularly conduct telephone language skills training, receptionist etiquette and house selling skills training, as well as foreign language training. Only through training can I further improve my business knowledge and service skills, so that I can better provide customers with high-quality services.

?4. Strengthen my sales awareness and sales skills, and increase the occupancy rate

?The front office department actively promotes the sales of individual guest rooms according to market conditions. This year, the hotel launched A series of room promotion programs, the receptionist flexibly grasps the room price according to the market conditions and the occupancy situation of the day while using the hotel's preferential policies. The number of individual guests at the front desk has increased significantly, and the occupancy rate has improved. The receptionist emphasized: "As long as you arrive, For the guests at the front desk, we must try our best to let the guests stay" and strive for more occupancy rates.

?5. Pay attention to the coordination between various departments

?The hotel is like a big family. Friction will inevitably occur between departments at work. The quality of coordination It will be greatly affected at work. The front office department is the central department of the entire hotel. It has a close working relationship with the catering, sales, guest room and other departments. If there is a problem, we can proactively coordinate and solve it with the department to avoid the deterioration of the matter, because everyone ***The same purpose is for the hotel. If it is not solved and handled well, it will have a certain negative impact on the hotel.

2022 Hotel Front Desk Year-end Work Summary (Personal Use) (Part 4)

?In 2022, under the correct leadership of the central leadership and with the strong support and cooperation of various departments, the hotel front desk will perform the best work among department employees*** With joint efforts, we focused on sales management, focused on internal management, reduced costs, strengthened business training, and cared about employees' lives. We successfully completed the annual business goals and achieved remarkable results in various tasks. The main work of the year is summarized as follows.

?1. Operational situation

?The annual planned task was xx million yuan, and the actual completion was xx million yuan, and the excess was xx million yuan, accounting for xx guest room revenue. The planned xx amount was completed, and the income was equal to Compared with the same period, it increased by xx million yuan.

?2. Main tasks

?1. Strengthen business training and improve employee quality

?In the past year, we have mainly focused on service skills as the training focus. Training work is carried out in strict accordance with the training plan, and employees are assessed in stages. At the same time, practical on-the-job training is strengthened to enable employees to apply what they have learned. Strengthen business training, take each batch of reception tasks seriously, and formulate detailed training plans and reception plans according to different stages and different teams. When encountering large-scale reception tasks, we only give reception staff a 5-minute running-in period, including the entire effective check-in process, conference team and cooperation with the conference center. This requires good business and communication skills. , which requires regular and rigorous training to do. All staff in the front office know that only by constantly enriching themselves can they complete various reception tasks in a down-to-earth manner. In the case of limited personnel, we require managers to visit the front line to guide work, identify problems, provide feedback, and make timely adjustments through consultation to achieve the best service standards.

?2. Make every effort to strengthen the construction of the staff team and do a good job in service guarantee.

?Over the past year, we have always made reservations and reception services a priority. By rationally arranging rooms, increasing occupancy rates, and providing warm and satisfactory services, we can retain every guest in the hotel. In 2016, through the collective efforts of the front office staff, we successfully received x large, medium and small meetings; VIP x x times, and *** the number of people received was x.

?3. Carry out the fourth quality service activity in a solid and effective manner.

?The fourth quality service activity officially kicked off on x, x, month x. Our department actively organized employees to learn and understand the spirit, and conducted a series of professional skills training for employees, which greatly improved their performance service awareness and service skills. At the same time, we develop and report a series of work processes and work standards to make various front office services smoother and clearer, making services more refined and standardized. According to high-quality service activities every week According to the plan, job training competitions were held among employees, which greatly improved the service level of employees. For the first employee party organized by the center, front office employees enthusiastically signed up to show off their talents. Through this high-quality service activity, a scramble situation was gradually formed among employees, which greatly enhanced their enthusiasm for work.

?4. Care about employees’ lives and create a relaxed and pleasant working atmosphere.

?The front office work is complex and involves a wide range of areas, and employees are under great pressure. In view of this characteristic, the front office department has always emphasized that it should care about the lives of employees, whether from department managers to supervisors, they can effectively to solve problems for employees. During festivals, the management staff will take the initiative to remind them to call home to greet their parents, send them fruits when they are sick, and take the initiative to help them when they encounter difficulties in life, so that they can feel the warmth of collective mutual help and mutual love. In order to relieve the pressure caused by work and enhance cohesion, the department often talks to them and encourages them so that they can face the new job in a better working condition.

At the same time, we require managers to set an example both in terms of their business capabilities and how they behave with others. When encountering difficulties, they must be on the front line with service staff to motivate employees, reduce employees’ work pressure, and cultivate teamwork and shared joy among managers* The good atmosphere of **suffering makes employees fully trust the department, so that employees can maintain a stable and healthy mentality and ensure the quality of customer service.

?3. Shortcomings in the work

?1. The training effect is not good

?After we trained the employees, the employees also paid attention to the training. We have a deeper understanding of the content, but due to the lack of a unified supervision mechanism, the training is a blank sheet of paper. Although everyone understands and understands it, in actual work, it is not done enough, which invisibly affects the service. quality.

?2. Service quality and service level need to be improved

?The frequent turnover of front office employees has greatly affected the service quality. A new employee has to go through three Only after a month of probation can one be fully proficient in all the tasks of this position. However, some employees resigned after they had just become proficient in their jobs, resulting in the loss of personnel, grooming, courtesy, etiquette, and supervision in daily work. It is not enough, resulting in a situation of three days of fishing and two days of drying nets. We must increase the intensity of inspections in daily work and form a good habit.

?IV. 20xx work plan

?1. Pay attention to customer needs, actively and truly reflect customer needs to superior leaders, and provide a basis for leaders to adjust strategic thinking.

?2. Continue to strengthen training, improve the overall quality of employees, and improve service quality.

?3. Really care about employees, stabilize the workforce, and reduce employee mobility.

?4. Pay attention to the service details of employees, start with details, and provide customers with satisfactory and thoughtful services.

?5. Improve the work processes and work standards of each position, and promote high-quality service activities to achieve quality standardization, standardization, and refined services.

?Although we have achieved certain results in our work in 20xx, we will not be proud, lax, or lazy. The work next year will be more arduous. We will carry forward our achievements and invest with more enthusiasm. Go to work and work hard to complete various tasks throughout the year. We are confident that under the correct leadership of leaders at all levels and with the joint efforts of all employees, the center will have an even more brilliant future. 2022 Hotel Front Desk Year-end Work Summary (Personal Use) (Part 5)

?Unknowingly, I have been working in this hotel for a year. From the beginning of knowing the front desk to now being independent, I believe that this is not only due to my own dedication and hard work, but also the training brought to me by leaving the hotel, as well as the support of old employees and leaders. I have learned a lot in one year, and the well-known business motto in the service industry, "The customer is always right," has been taken to the extreme here.

?In order to achieve certain financial goals, hotels must not only meet the material needs of guests, but also satisfy the spiritual needs of guests. Therefore, as a hotel operator, we often meet the guests' requirements as long as they do not violate the law or violate morality. Therefore, employees will be instilled in the induction training: "The customer is never wrong, it is only us" and "Only sincere service can bring smiles from the guests." I have always believed that the customer is God, and I have always tried my best to provide the best service possible.

?The work of the hotel front desk is mainly divided into reception, room sales, check-in, check-out and fee settlement. Of course, this also includes answering questions for guests, helping guests handle service requests, telephone transfer and other services . The front desk of the hotel is divided into three shifts: morning shift, mid-day shift and overnight shift. The work is rotated. One of them is a full-time cashier, and the other two are assigned the remaining work according to the actual workload. This kind of arrangement is relatively loose. When the workload is heavy, one person can be assigned to cashier, one person to register and sell, and the other person to be responsible for other services and contact work.

It can also relieve the pressure of the cashier, so that the cashier can have a clear mind and make no mistakes. The most important thing is that this way of working allows newcomers to quickly gain experience. When the workload is small, they are guided by their colleagues in charge. When the workload is heavy, they can absorb more experience and grow rapidly. During this year, I mainly did the following work:

? 1. Strengthen business training and improve their own quality. As the front office of the hotel, every employee must directly face the guests, and the employees' work Attitude and service quality reflect a hotel's service level and management level, so employee training is the focus of our hotel's work. We regularly conduct telephone language skills training, receptionist etiquette and house selling skills training, as well as foreign language training. Only through training can I further improve my business knowledge and service skills, so that I can better provide customers with high-quality services.

? 2. Strengthen my sales awareness and sales skills, and improve the occupancy rate. The front office department actively promotes the sales of individual guest rooms according to market conditions. This year, the hotel has launched a series of guest room promotions. The receptionist is In addition to the hotel's preferential policies, the hotel flexibly controls room rates based on market conditions and occupancy conditions on the day. The number of individual guests at the front desk has increased significantly, and the occupancy rate has improved. The receptionist emphasized: "As long as there are guests who come to the front desk, we must do our best. Let guests stay", and strive for more occupancy rates.

? 3. Pay attention to the coordination between departments. The hotel is like a big family. Friction will inevitably occur between departments at work. The quality of coordination will be greatly affected at work. Influence. The front office department is the central department of the entire hotel. It has a close working relationship with the catering, sales, guest room and other departments. If there is a problem, we can proactively coordinate and solve it with the department to avoid the deterioration of the matter, because everyone ***The same purpose is for the hotel. If it is not solved and handled well, it will have a certain negative impact on the hotel.

? 4. Consider how to make up for mistakes made by colleagues and departments to ensure timely checkout and customer satisfaction. The front desk cashier is the last department that guests come into contact with before leaving the hotel, so they usually complain to us about various hotel services during checkout, and these problems are not caused by the cashier. At this time, it is most taboo to blame or blame the department that caused the difficulty. Or an individual, the most undesirable thing is to "hang up the matter if it has nothing to do with it". Not only can it not make up for the fault, but it will make the guests doubt the management of the entire hotel, thereby deepening the guests' distrust. Therefore, the intermediary function should be played calmly, and the cashier should explain the situation to other individuals or departments and ask for help. After the problem is solved, the guest's opinion should be solicited again. At this time, the guest is often influenced by your enthusiastic help, thereby changing the initial bad impression and even establishing a close and mutually trusting customer-self relationship. Although a sword is sharp, it will not be sharpened until it is sharpened." "Study diligently and you will not know enough."

?Only learning can continuously sharpen a person's character, improve moral cultivation, and improve service skills. Let us take a vigorous step, Only by constantly moving forward can we reach a sky where we can spread our wings and fly high! Brothers and sisters of Mingya, work hard for our tomorrow! 2022 Hotel Front Desk Year-end Work Summary (Personal Use) (Part 6)

?The upcoming 20xx year is a busy and happy year. As we approach the end of the year and the beginning of the year, we look back on the past and look forward to the future! Under the guidance of the company, due to the care of department leaders and the friendly cooperation between colleagues, our work and study have improved. There has been a great improvement.

? 1. Improve service quality and standardize front desk services

? The front desk is the starting point for displaying the company's image and services. For customers, the front desk is their starting point. The first step to contact our company is the first impression of the company, so the front desk must represent the company's image to a certain extent. At the same time, the company's service to customers begins with receiving guests at the front desk. A good start is success. Half. Because we are aware of its importance, we must strive to do our job well and strive to improve the quality of service. We will receive all calls carefully, record the answers to the questions carefully, and make arrangements according to the department or person in charge of the information. , convey and report.

When customers visit, we will always pay attention to good service attitude and warm reception. Answer customer questions tactfully and in appropriate circumstances. Welcome with a smile, be patient and attentive, give warm tips, etc. In our spare time, we will strengthen our knowledge of telephone skills and service etiquette. Constantly recharge yourself and adapt to the rapid development of the company.

? Second, do a good job in warehouse management, inventory the warehouse in a timely manner, and classify items

? Strictly acquire the company's system and register the entry and exit of all items. Check the good condition of items in a timely manner and promptly report missing or damaged items to relevant departments for purchase or repair. According to statistics, as of June 20xx, each department has handled project storage more than xx times, and there are corresponding exit records for item storage.

?Third, do not care about personal gains and losses, but pay attention to the overall situation

?Whether it is working time or vacation time, the company has temporary task assignments, and we all obey the arrangements, actively cooperate, and do not Find reasons to avoid. As a member of Huachuan, we will dedicate our efforts to work for the company. Actively participate in activities organized by the company to strengthen the relationship between colleagues and communication between departments. And have a lot of understanding of the company's basic script and operating information. Continuously lay the foundation for doing better work in the future.

?The work at the front desk is sometimes trivial, but you have to work hard to do all the work, big and small. So we work hard to do everything, thank the department manager for his guidance and the opportunity given to us by the company. Through this nearly year of work, I have clearly seen that I still have many shortcomings. In the future, we will work hard to strengthen our study and do our work better.

?4. Work plan for next year

?20xx has passed, and the days to come will be long. No one can predict how the future will unfold. I always feel that what I have to do is to work hard and persevere. If it seems easy, it is not easy to do. Keep absorbing, constantly summarizing, absorbing the advantages of others, summarizing your own shortcomings, and learning the advantages of others. A friend of mine in the past said to me: "Continuous efforts and persistence are the real waiting. Waiting may be your own opportunity." “The work plan for next year is as follows.

?1. Strengthen your own work and further enhance your own work ability through skills learning.

?2. Establish the concept of lifelong learning, strengthen the study of one's own cultural quality, and continuously improve one's own quality.

?3. Take proactive initiative at work, unite colleagues, combine different work environments and personal personalities, coordinate front-line work, and make various interpersonal relationships more harmonious.

?4. In engineering work, I will strive to master and learn engineering characteristics, construction techniques, methods, etc., improve my professional level, and contribute to next year's engineering work.

?The road is very far, I have to go up and down to find it. Next year, we will strengthen our awareness of independent management, boldly explore and innovate, strengthen theoretical and design learning, and continuously improve our professional and technical levels. There will also be many difficulties encountered. With the cultivation of leadership skills, the help of colleagues and my own efforts, I believe that I will continue to improve my work skills and personal cultural quality, and make due contributions to the construction of the enterprise.